Reported an issue with my broadband at 3:30pm on Thursday, by 10am the following day the engineers came and resolved the issue. The engineers (Nikki and Keith) were very friendly and polite and I c... See more
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Arrived when planned , Very polite on arrival, Explained the scope of work required. Very tidy when work was completed. "Cavan the engineer took the time to explain the new workings of the... See more
Company replied
Hello, Absolutely fantastic service today for a fibre upgrade from Adam & Nikki. They were courteous, wore shoe protection, explained everything clearly and were very very friendly! I would love... See more
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Had a few teething problems with WiFi connectivity, ad had to contact customer support. Problems happen, but the level of customer service that is received defines how good a business is. The customer... See more
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Company details
Written by the company
At LilaConnect, we deliver BROADBAND DONE BRILLIANTLY! Ultrafast, full-fibre broadband built for real life. No patchy connections. No evening slowdowns. No mid-term price hikes. Just a rock-solid, lightning-fast connection with upload speeds that leave the national average behind.* Our customers stick with LilaConnect because we keep things simple; honest pricing, outstanding service, and broadband that just works. Whether you’re streaming, gaming, working from home, or running a busy household, LilaConnect delivers speed, reliability, and performance you can rely on… every day, every time. That’s Broadband Done Brilliantly! * Ofcom UK Home Broadband Performance Report, March 2023. FAQ: https://lilaconnect.co.uk/faq
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4.4
Excellent
2K reviews
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Replied to 97% of negative reviews
Typically replies within 1 week
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Martins and Marcus came today to sort…
Martins and Marcus came today to sort my upgrade and they were so lovely, tidy and friendly and respectful. So quick too! Thanks guys x
8 May 2026
Unprompted review
Reply from LilaConnect UK
Thank you so much for your great feedback, Steff! We’re really pleased to hear that Martins and Marcus made your upgrade experience such a positive one. It’s great to know they were tidy, friendly, respectful, and got everything done so quickly.
We’ll be sure to pass on your thanks to them.
Kind regards,
Customer Support Team 💜
Arrived when planned ,
Arrived when planned ,
Very polite on arrival, Explained the scope of work required.
Very tidy when work was completed.
"Cavan the engineer took the time to explain the new workings of the router ,Nothing was was to much trouble ,Explained Very clearly .
Luke, the engineer called in to explain ,Garden furnishings have being returned, He to was very reassuring regarding the new equipment.
Their work & attitude is very reassuring ,
Thank you very much, Long may you continue!
7 May 2026
Unprompted review
Reply from LilaConnect UK
Hi Alan,
Thank you so much for your detailed feedback.
We’re really pleased to hear everything went smoothly and that both Cavan and Luke took the time to explain the work clearly, ensure everything was left tidy, and put your mind at ease. It’s great to know their professionalism and attitude made such a positive impression – we’ll be sure to pass on your kind words to them.
Kind regards,
Customer Support Team 💜
Adam and Jake did a phenomenal job 100%…
Adam and Jake did a phenomenal job 100% would recommend
7 May 2026
Unprompted review
Reply from LilaConnect UK
Hi
Thank you so much for your great feedback!
We’re delighted to hear that Adam and Jake did a phenomenal job, we'll be sure to pass on your kind words to them.
Kind regards,
Customer Support Team 💜
Thank you to both operators in the…
Thank you to both operators in the service team, Zohaib was very polite, and understood all my concerns,
Hopefully this will make my broadband from constantly dropping out.
Zohaib did go everything with us to try and resolve our issues, thank you to him.
6 May 2026
Unprompted review
Reply from LilaConnect UK
Hi Shirley,
Thank you for taking your time to provide your feedback.
We’re really pleased to hear that Zohaib was polite, understanding, and took the time to talk through everything with you. It’s great to know he explored all possible options to help resolve the service issue.
We’ll be sure to pass on your thanks to him.
Kind regards,
Customer Support Team 💜
Asked for help and got it full on
Ok so was having an issue with the router that I had when first joined, so got intouch with customer service and very promptly got an email to say a new router was on its way.
So new router up and running and alls well so Lila connect customer service take a big pat on the back from me as your response was 110% positive I’m well chuffed and I can highly recommend Lila for sure and yes I’ve seen the negative comments but I honestly can’t fault them at all.
Thank you all yours Phil Barnes
6 May 2026
Unprompted review
Reply from LilaConnect UK
Hi,
Thank you so much for sharing your experience!
We’re really pleased to hear our team was able to resolve the router issue quickly and get everything back up and running smoothly. Your feedback means a lot to us, and we really appreciate the recommendation.
Kind regards,
Customer Support Team 💜
No problem with anything
From the start of my experience of taking over the account and being told I needed the equipment that was in upgraded. There was no problem it was organised for within a week, a message was sent to me a couple of days before to confirm the date and time.
On the day my appointment was 1pm to 6pm, but the engineer arrived at 11.30 which really pleased me, the engineer Martins came into the house was polite and explained everything to me telling me what was happening due to more compact devices. When he had finished again explained everything to me connection and offered to help me. Keith I'm sorry I didn't meet but I'm sure he would have been just as helpful. There was no mess left and everything was put back for me. Thank you.
5 May 2026
Unprompted review
Reply from LilaConnect UK
Hi Tracy,
Thank you so much for sharing your experience!
We’re really pleased everything was organised smoothly and that Martin took the time to explain everything clearly and leave things tidy. It’s great to hear you felt well supported throughout – we’ll be sure to pass on your kind words to the team.
Kind regards,
Customer Support Team 💜
I had my installation from LiLa on the…
I had my installation from LiLa on the 2.5GB speed . Martin was the installation agent from Latvia . Very professional and well spoken . I highly recommend it .
5 May 2026
Unprompted review
Reply from LilaConnect UK
Hi Alin,
Thank you for your brilliant feedback.
We’re delighted to hear you were happy with your 2.5GB installation and that Martin provided such a professional service.
Our whole team really appreciates the recommendation.
Kind regards,
Customer Support Team 💜
Had a load of problems with this new…
Had a load of problems with this new server Kayur went above and beyond to fix it for me can’t thank him enough
24 April 2026
Unprompted review
Reply from LilaConnect UK
Hi Yani,
Thank you for your feedback,
We’re really pleased to hear that Kayur went above and beyond to help resolve the issue. I’ll be sure to pass on your thanks – he’ll really appreciate it.
Kind regards,
Customer Support Team 💜
I had a slight issue with my internet…
I had a slight issue with my internet speeds.
Spoke to Kayur who fixed my issue in no time.
This young man is one of the nicest people I have ever spoken to, an absolutely lovely and genuine person.
4 May 2026
Unprompted review
Reply from LilaConnect UK
Hi Clifton,
Thank you for taking the time to share your feedback.
We’re really pleased to hear Kayur was able to resolve the issue so quickly and make the experience a positive one. I’ll be sure to pass on your kind words – he’ll really appreciate them.
Kind regards,
Customer Support Team 💜
Had lila for three months now .no…
Had lila for three months now .no problem what so ever . Quick easy insulation bu friendly installer
21 January 2026
Reply from LilaConnect UK
Hi Paul,
Thank you for your great feedback,
We’re really pleased to hear you’ve had no problems so far and that the installation was quick and easy with a friendly installer.
Thanks for choosing Lila Connect.
Kind regards,
Customer Support Team 💜
Really Really good service and made…
Really Really good service and made simple by lilla,even when after installation cable was damaged by clumsy contractors next door. .was very pleased with everything. Thanks
1 May 2026
Reply from LilaConnect UK
Hi Stafford,
Thank you for taking the time to provide your feedback.
We’re really pleased to hear you were happy with the service, even after the cable was damaged. It’s great to know everything was resolved and that you were pleased with the overall experience.
Kind regards,
Customer Support Team 💜
Had issues connecting to my TV
Had issues connecting to my TV spent over an hour on the phone trying all sorts, Kayur was helping and he didn’t give up, and eventually it worked and we couldn’t be more thankful for him trying everything.
2 May 2026
Unprompted review
Reply from LilaConnect UK
Thank you so much for your lovely feedback, Ella!
We’re really pleased to hear that Kayur was able to help and stayed with it until everything was working properly. We’ll be sure to pass on your kind words – he’ll really appreciate them.
Kind regards,
Customer Support Team 💜
Nikki and Adam came today to install…
Nikki and Adam came today to install Lila Connect,they were amazing, very polite and explained fully what they were going to do,even cleaned up any mess made,as we had a booster they also explained to us how to connect this also,very positive experience so far with Lila Connect
1 May 2026
Unprompted review
Reply from LilaConnect UK
Hi Laura,
Thank you for your fabulous feedback
We’re really pleased to hear Nikki and Adam made your installation such a positive experience and took the time to explain everything.
Thank you for choosing Lila Connect – we’re glad to have you with us.
Kind regards,
Customer Support Team 💜
Reply from LilaConnect UK
Thank you for your amazing feedback!
We really appreciate your kind words – they mean a lot to our teams.
Kind regards,
Customer Support Team 💜
Great Experience
From initial contact through to going live the whole customer experience was superb. The system is stable and reliable.
21 April 2026
Reply from LilaConnect UK
Thank you for your fantastic feedback!
We’re delighted to hear that your experience from start to finish was superb and that you’re finding the service stable and reliable. It’s great to have you with us.
Kind regards,
Customer Support Team 💜
Reconnecting after holiday
Normally reliable internet but I had switched off the power while on holiday and had a problem getting the router to reconnect, consequently I needed help from Lila and Kaia helped me to sort it out and was very helpful.
30 April 2026
Unprompted review
Reply from LilaConnect UK
Hi Philip,
Thank you for your lovely feedback.
We’re really pleased to hear that Kaia was able to help get everything reconnected and resolved for you. We’ll be sure to pass on your kind words – she’ll really appreciate them.
Kind regards,
Customer Support Team 💜
Customer service is terrible
I was referred by a family member, installation was ok the engineer came and wanted to install in a place where there was no plug sockets cause it was easier for him, eventually agreed to install where the old Virgin line came in.
Once installed it has worked okay, had a few outages here and there (i've only had installed a couple months).
Got the email to complete my referral, which didn't work. Raised my first support ticket with them about this, which they then closed saying they will contact me once the first bill had been paid (which at this point it already had been).
Raised another Support ticket, this time it took 8 days to reply to me, asking for the name of the person who referred me, another 8 days has passed by and still no reply. Horrible service.
The person who referred me has also raised tickets and had a similar experiance.
Product as a whole isn't bad, although I was with Virgin for years and didn't have as many outages as I already have with Lila.
28 February 2026
Unprompted review
Reply from LilaConnect UK
Hi Gary,
Thank you for taking the time to share your feedback.
We’re sorry for any unplanned network outages that may have impacted your service, and we understand how frustrating this can be. We’re also sorry to hear about the issues you’ve experienced with our referral scheme and the delays in responding to your support requests.
We’ve picked up your open support request and this will be fully investigate this.
Kind regards,
Customer Support Team 💜
Nikki and Adam were brilliant…
Nikki and Adam were brilliant everything was done quickly. Many thanks
29 April 2026
Unprompted review
Reply from LilaConnect UK
Hi Tony,
Thank you so much for your lovely feedback!
We’re delighted to hear that Nikki and Adam were brilliant and got everything done quickly. I’ll be sure to pass on your thanks to them.
Welcome to LilaConnect.
Kind regards,
Customer Support Team 💜
Adam + Nikki were very polite and well…
Adam + Nikki were very polite and well mannered. Would recommend.
29 April 2026
Unprompted review
Reply from LilaConnect UK
Thank you for your great feedback, Lucy!
We’re really pleased to hear that Adam and Nikki were polite and professional, and your recommendation. We'll be sure to pass on your kind words to them.
Welcome to LilaConnect!
Kind regards,
Customer Support Team 💜
Honestly could not have been any better…
Honestly could not have been any better Adam and Nikki were both wonderful and very plesent to talk to count ask for a better internet installation
29 April 2026
Unprompted review
Reply from LilaConnect UK
Thank you so much for your lovely feedback, Megan!
We’re delighted to hear that Adam and Nikki made your installation such a positive experience. It’s great to know they were pleasant, professional, and delivered exactly what you hoped for –we’ll be sure to pass on your kind words to them.
Kind regards,
Customer Support Team 💜
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